Cell phone insurance claim

<p>I submited a claim for my lost phone on the 30th January 2017, had no response until I phoned on the 3rd February and when i phoned I spoke to Lynette Pillay who told me that theres documents that i need to send, I dont understand why someone didnt contact me to advise me of the outstanding documents, I submitted the documents to the following email address ********** and received a response to say the turn around time is 3-5 working days, I was fine with that. On the 8th I called them to check on the progress of my claim, to my supprise I'm still being told about the same documents that I sent on 03/02/2017 already so clearly nothing has been done since the 3rd untill the 8th of February, so how will this turnaround time of 3-5 working days be achieved if we send things through to them and no action is taken. Today is 15/02/2017 and I'm still without a phone. I took out insurance for my cell phone because i didnt want to find myself in a situation where I have no means of communicating with my family, friends and most of all collegues as my Job requires me to have a cell phone at all times. MTN has never failed to collect their monthly premium but now they are failing to pay me.</p>